Quality Assurance Manager

Overview:

The Retrieval Quality Assurance Manager will oversee the daily functioning of the quality department and track the performance and quality of employees’ work, primarily in Retrieval Operations, which is our call center for retrieving medical records. This role also requires frequent and substantive contact with internal customers and management.

• Supervise day-to-day team performance and work assignments, including planning directing, supervising, and evaluating workflow.
• Analyze quality reports to identify trends and suggest corrective or reinforcement action.
• Work with the training leadership team to identify training needs.
• Responsible for day-to-day application and enforcement of policies and procedures.
• Process quality disputes.
• Analyze quality processes and implement improvements.
• Monitor performance of team members using key metrics; including, but not limited to number of audits performed and work quality; while maintaining adequate departmental production and quality levels through tracked metrics.
• Provide coaching and feedback on proper quality scoring procedures ensuring that team members are proficient at performing quality audits, coaching and calibrations as assigned.
• Hire, develop, coach, lead and retain top-tier talent, with a focus on building and improving a team and culture that is able to assist in employing best in class practices to support and drive high levels of internal and external customer satisfaction.
• Motivate team members through effective training and coaching to improve quality and accuracy.
• Contribute to discussions related to hiring, progressive discipline, and terminations. Ensure team members are meeting required production metrics. 
• Conduct frequent performance evaluations with each team member.
• Completes all responsibilities as outlined on annual Performance Plan. 
• Completes all special projects and other duties as assigned. 
• Must be able to perform duties with or without reasonable accommodation. 

• B.S., B.A, or advanced degree and a minimum of 2 years’ experience in call center operations/quality assurance role. Equivalent work experience may be substituted in lieu of degree.
• Prior supervisory experience in an outbound customer contact, service, sales or collections environment with demonstrated analytical skills preferred.
• Proven ability to effectively coach and mentor team members on quality monitoring techniques and metrics, preferred.
  Demonstrable skills related to delivering feedback related to work performance.
• Working knowledge of Cotiviti's proprietary systems and procedures preferred.
• Strong organizational skills and high attention to detail, with proficient skills in Microsoft Office (Word, Excel, Outlook).
• Excellent written and verbal communication skills, leadership/teambuilding and motivational skills with demonstrable background in establishing and tracking defined key metrics.
• Ability to interact positively with employees and leaders at all levels.

Base compensation is 66K - 80K. Specific offers are determined by various factors, such as experience, education, skills, certifications, and other business needs.

Cotiviti offers team members a competitive benefits package to address a wide range of personal and family needs, including medical, dental, vision, disability, and life insurance coverage, 401(k) savings plans, paid family leave, 9 paid holidays per year, and 17-27 days of Paid Time Off (PTO) per year, depending on specific level and length of service with Cotiviti. For information about our benefits package, please refer to our Careers page.

Date of posting: 04/15/2024

Applications are assessed on a rolling basis. We anticipate that the application window will close on 05/24/2024, but the application window may change depending on the volume of applications received or close immediately if a qualified candidate is selected.

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